Senior Conversational AI Delivery Engineer

This is a fully remote position, open to applicants in Brazil, +1 more country.

📋 Description

• Design, configure, and implement comprehensive conversational AI (IVR / IVA) solutions utilizing the Omilia OCP platform.

• Develop agentic workflows that combine traditional NLU modeling with omnichannel integrations.

• Incorporate GenAI capabilities into live deployments, including RAG pipelines, embedding search, and LLM prompt engineering.

• Oversee contact center infrastructure integrations involving IVR, SIP, CTI, and omnichannel APIs.

• Ensure high technical delivery quality from design through to go-live and hypercare phases.

• Act as the primary technical liaison for designated client engagements.

• Convert business requirements into technical architectures and customer experience designs.

• Foster trusted relationships with customers and partners throughout the project lifecycle.

• Identify and mitigate delivery risks, escalate intricate technical issues, and drive resolutions.

• Offer technical guidance and mentorship to junior engineers.

• Contribute to delivery accelerators, tooling, reusable solution components, and best-practice documentation.

• Investigate conversational AI, agentic frameworks, and GenAI tools.

• Collaborate across Solution Delivery, Product, Platform, R&D, Sales, Pre-Sales, and Certified Partners.

⛳️ Requirements

• A minimum of 5 years of practical experience delivering conversational AI, IVR, or IVA solutions in enterprise settings, with significant involvement in the voice/telephony channel.

• Proven track record of successful delivery with at least one major conversational AI platform: Omilia OCP, Cognigy, Kore.ai, Google CCAI, Nuance, Amazon Lex, or a comparable system.

• Hands-on experience in VUI/voice dialog design, including prompt and call-flow design, disambiguation, confirmation strategies, and error recovery/retry handling for spoken interactions.

• Familiarity with ASR and NLU behavior under telephony conditions, such as narrowband (8 kHz) audio, barge-in, DTMF fallback, confidence thresholds, and grammar/word-boosting for challenging inputs like names, addresses, and alphanumerics.

• Practical experience in integrating GenAI/LLM capabilities into production systems, including RAG, embeddings, prompt engineering, and LLM APIs (OpenAI, Gemini, Claude, etc.).

• Strong proficiency in Python (preferred) or Node.js for backend integrations and automation scripting.

• Experience with customer experience (CX) and contact center infrastructure, including IVR, SIP, CTI, and omnichannel API integrations.

• Experience with bot analytics, AI quality monitoring, and solution optimization tools; a working understanding of containment rates and CSAT.

• Capability to lead technical client discussions and convert complex requirements into actionable implementation plans.

• Ability to serve as a trusted advisor to customers and manage delivery challenges effectively.

• Strong analytical and problem-solving skills.

• Clear communication of technical concepts to both technical peers and business stakeholders.

• Ability to collaborate across delivery, product, sales, and platform teams.

• Ability to juggle multiple simultaneous engagements.

• Excellent written and spoken English skills.

• Vendor Professional Certification, participation in AI hackathons/community events, familiarity with Omilia products, relevant domain experience, and exposure to bot analytics are advantageous but not mandatory.

🏝️ Benefits

• Competitive fixed compensation.

• Long-term employment with vacation days included.

• Opportunities for professional development (courses, training, etc.).

• Involvement in innovative technology products that have a global impact on the service industry.

• Collaborative and enjoyable working environment with proficient colleagues.

• Provision of Apple equipment.

• Commitment to equal opportunity and a diverse, inclusive workplace.